NATO/KFOR UNCLASSIFIED

Version 2.0
06 Nov 2014

STATEMENT OF WORK
FOR
INTEGRATED LOGISTICS SUPPORT
CONTRACT
IN SUPPORT OF
NATO LED KOSOVO FORCE
AT
CAMP NOVO SELO, KOSOVO
SERVICE SECTION 02 ANNEX 01

PROVISION OF LAUNDRY SERVICES

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Section 2 Annex 01

AMENDMENT RECORD

REVISION/AMENDMENT

PAGES(S)

DATE OF ISSUE

0.1 version

13

15 Oct 2014

1.0 version

N/A

N/A

2.0 version

13

06 Nov 2014

REMARKS
Initial Draft for
Participants board
review
Participants board and
NSPA review
RFP release
Final updates for
contract approval

3.0 version

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APROVAL RECORD
Office / Position

Name (LAST, First)

Unit / Function

Signature

Date

AUT Customer
Representative
CHE Customer
Representative
DEU Customer
Representative
DNK Customer
Representative
GRC Customer
Representative
HUN Customer
Representative
ITA Customer
Representative
LUX Customer
Representative
POL Customer
Representative
SVN Customer
Representative
TUR Customer
Representative
USA Customer
Representative
NATO Customer
Representative
NSPA Project Lead
NSPA Contracting
Officer

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TABLE OF CONTENTS
1.

Scope ................................................................................................................ 5

2.

Applicable Documents ....................................................................................... 5

3.

Command and Control ....................................................................................... 5

4.

Planning Factors, Constraints ............................................................................ 5

5.

Description of the Services Required ................................................................. 6

6.

Schedules, Milestones and Operating Hours ..................................................... 9

7.

Contractor Human Resources Required and Qualifications, Language Skills .. 10

8.

NATO Furnished Equipment, Infrastructure (NFE/NFI) and Supplies ............... 10

9.

Contractor Assets (CA) and Supplies............................................................... 10

10.

Communication Information Systems Requirements........................................ 10

11.

Security and Safety Requirements................................................................... 11

12.

Environmental Requirements ........................................................................... 11

13.

Data and Reports ............................................................................................ 11

14.

Quality Assurance and Performance Measurement ......................................... 11

15.

Mobilisation / Demobilisation ........................................................................... 12

16.

Templates and Forms ...................................................................................... 12

17.

Summary of Plans, Reports and Delivery Dates .............................................. 12

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1. Scope
1.1.

This Annex defines the Laundry Services to be provided by the Contractor.

1.2.

This Annex is applicable to all Customer-funded and contractor-provided

services required in support of the KFOR Forces.

1.3.

The objective of this SOW is to provide professional, efficient and quality

Laundry Services for the soldiers and civilians in support of the mission.

2. Applicable Documents
2.1.

As defined within the SOW Main Body and additionally, as identified within
this Section-Annex.

2.2.

STANAG 7141 Joint NATO doctrine for environmental protection during

NATO led Military Activities.

3. Command and Control

3.1.

Shall be as detailed in the SOW Main Body and additionally, as identified

within this Section-Annex.

3.2.

Validation of services will be confirmed and done through the NSPA

TO/CO in coordination with the Nations.

4. Planning Factors, Constraints

4.1.

Shall be as detailed in the SOW Main Body and additionally, as identified

within this Section-Annex.

4.2.

One (1) Management Staff shall reside on base / camp and Real Life
Support (RLS) will be provided to the individual.

4.3.

Accommodation space for the Management Staff might be provided.

Clarification on accommodation availability will be provided during the
Bidders conference. The Contractor shall price though a backup option to
provide his own accommodation setup as well as office requirements.

4.4.

The Contractor shall identify any additional facility or refurbishment

requirements within the Technical Proposal and include the price within
projected Mobilisation Cost.

4.5.

Laundry services for the Contractor staff are not included as part of
contract RLS.

4.6.

The asset list will provide the details of assets that shall be turned over to
the new Contractor. This breakdown includes the current facilities (pick-up
and drop-off points) and equipment requirements to be used as a planning

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basis by the new Contractor. The detailed asset list shall be provided
during the Bidders conference.
4.7.

Contractor shall provide a detailed planning for requirements during

mobilization phase in order to prepare a shadowing of the services with a
previous service provider. Planning forecast shall include any
requirements from temporary construction, equipment and staffing or other
requirements deemed necessary for the provision of the services.

4.8.

As a planning purpose, the Contractor will have to provide its own laundry
facility(ies) off camp that are able to process the required services.

4.9.

Each Nation/Agency is entitled to two (2) laundry bags/tags per individual.

All damaged laundry bags and tags have to be replaced free of charge.
Charges for lost bags and/or tags are Customers responsibility.

4.10. Military and civilian personnel are authorized to submit up to 5 kilograms, 3

times per 7 day period.
4.11. The Contractor shall be self-sustained off camp and shall furnish and
maintain Real Life Support (RLS) for the staff/equipment necessary for the
provision of all Laundry services. Contractor-furnished RLS shall include,
but is not limited to: food, accommodations, transportation, insurance,
utilities, etc.
5. Description of the Services Required
5.1.

Shall be as detailed in the SOW Main Body and additionally, as identified

within this Section-Annex.

5.2.

The laundry services shall include but not limited to washing, drying,
disinfecting, folding and ironing (if applicable) of uniforms, clothing items,
blankets, linen, etc.; the return of items in the submitted laundry bag for
each group or individual. Laundry articles shall not be dried inside laundry
bags.

5.3.

The Contractor shall provide laundry services with a turnaround time of no

longer than 36 hours, VIP/RSOI services shall not exceed a turnaround
time of 24 hours. In the event of delays in entry access process to the
base / camp due to security and safety measurements and / or instructed
by the respective Base / Camp Commander, the agreed turnaround times
will be adjusted accordingly during the time frame of the additional access
security checks. Contractor shall immediately notify NSPA TO in writing of
any entry delays.

5.4.

The Contractor shall provide the equipment and supplies necessary to

perform the tasks described in this SOW. In the event, the Contractor is
not provided with facilities, the Contractor shall provide the facilities
necessary for the performance of the required services.

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5.5.

The Contractor shall operate all equipment in accordance with

manufacturers instructions and recommendations to include the type,
quality, and quantity of cleaning and treatment agents.

5.6.

All laundry shall be washed using clean water and laundry detergent.

5.7.

The Contractor shall only use washing powder, detergents, and other
additives and compounds that guarantee a good washing and cleaning
effect and gentle treatment of textiles and are environmentally compliant
with national environmental requirements.
5.7.1. The Contractor shall use phosphate free detergent and work with
NSPA to identify and implement an environmental and economic
detergent product that launders the clothes to the desired standard
and minimizes the impact to the environment. All work shall be in
compliance with either North American or European Standards.

5.8.

The Contractor shall handle the clothing and textiles given for service with
care and carry out the works in a professional manner.

5.9.

The Contractor shall use protective clothing (gowns, gloves, face mask,
hair caps, etc.) when handling soiled laundry and will change to freshly
washed, clean protective clothing before handling clean laundry.

5.10. The Contractor shall ensure that the washed items are maintained and
returned with their original appearance, excepting normal wear and tear.
This includes minimising fading, wrinkling, and shrinking. Spots and stains
are to be removed where practical to do so without damaging the fabric.
5.11. All laundered articles shall be fully dried in order to prevent mildew/odour,
folded and adequately wrapped in a perforated plastic bag prior to return in
the same laundry bag as the items were received in. VIP laundry shall be
ironed.
5.12. The Contractor shall provide laundry bags and tags, with integrated
rugged waterproof and heatproof RFID tokens, free of charge in numbers
as defined under paragraph 4.2.9.
5.13. The Contractor shall provide an automated tracking system for the
accounting of the laundry bags through RFID (Radio-frequency
identification) marked laundry bag system. The Contractor shall implement
the RFID laundry bag tracking system to assure that clothing and textiles
from each military/civilian unit and/or location, and any other
customer/client, is carefully segregated to prevent loss and mix-up and
adequate reporting capability. The RFID sensor shall be located in the
laundry bag tag.
5.14. The Contractor shall use a software package which is composed of a
management program for accountability and a web based front-end
system to allow NSPA and the customers the ability to track and validate
their laundry consumption as and when desired.
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5.15. Garments and textiles are to be processed and stored in such a way that
they will not come into contact with other customers orders. This applies,
above all, to textiles from the medical, kitchen, detainee sectors and for
the petroleum contaminated laundry.
5.16. The Contractor shall initiate a Drop Off and Pick Up procedure/system to
ensure correct return of laundry items. In addition, the Contractor shall be
prepared to receive bulk drop off and pick up by customer-equivalent units,
e.g. 100 persons. The Contractor shall publish procedures and brief
personnel on procedures as units rotate.
The contractor shall provide at each pick up and drop off point a minimum
of 1 female staff.
5.17. The Contractors obligation is to ensure that incidents such as lost, stolen
and damaged items are kept to a minimum. The Contractor will be
financially liable for any lost, stolen or damaged items. The Contractor
shall establish and maintain a recording system of all lost, stolen and
damaged items and provide reports as required.
5.18. Items found damaged prior the laundering process shall be documented
with picture taking, a remark on the respective laundry sheet and a report
listing damages found shall be provided to NSPA on a weekly basis. This
will serve to prevent eventual claims. Any other repair service (i.e.
replacing of broken zipper, buttons, etc) shall not be executed by the
Contractor unless the damage was caused by the Contractor in
accordance with section 5.17 above.
5.19. The Contractor shall provide and manage a lost and found service, in the
pick-up / drop-off point, to ensure the return of any items to the respective
customer. If ammunition, explosive substances, identification documents,
medication/drugs, sensitive items, electronic items or other contraband are
found the Contractor shall immediately inform the military authorities.
5.20. Types of Laundry
5.20.1.
Medical The Contractor shall process medical laundry
separate from all other laundry. Linens soiled with blood and other
body fluids shall be deposited and transported in separate bags that
prevent leakage. Medical laundry, containing blood and body fluids,
shall be washed with a detergent in water at least 71 C (160 F) for
at least 25 minutes. Medical laundry shall be returned ironed if
requested by the customer.
5.20.2.
Kitchen The Contractor shall process kitchen whites
separately from all other laundry. They shall be washed with
detergent in water at least 71 C (160 F) for at least 25 minutes.
5.20.3.
Detainee - The Contractor shall process detainee laundry
separately.

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5.20.4.
Petroleum The Contractor shall process petroleum
contaminated laundry separate from other laundry. They shall be
washed in a detergent in water at least 71 C (160 F) for at least 25
minutes.
5.20.5.
The Contractor shall provide dedicated washers and dryers
for each of the following: Medical, Kitchen, Detainee and Petroleum
laundry types.
5.20.6.
VIP Services - The Contractor shall process VIP clothing
according to the regular laundry services with the exception of
returning the clothing folded and ironed with a turnaround time of
maximum 24 hours. VIP requirements will be determined by the
customer in coordination with NSPA.
5.20.7.
Oversize items The Contractor shall weigh and label/mark
the laundry items appropriately in order to avoid loss or mix up of the
items. Oversize laundry items shall be handled according to basic
laundry as described in section 5. Accounting/pricing shall be applied
as follows: if oversize items exceed the 5kg of a regular laundry bag,
the item(s) shall be accounted/priced in 5 kg lots. (i.e. item weighs 12
kg, this shall be accounted/priced as three (3) 5 kg lots.
5.20.8.

Laundry Priorities:

Medical

VIP

Military or Work Uniforms (including Kitchen)

Detainee

Issue items including sleeping bags

Civilian

Bulk/oversize items

6. Schedules, Milestones and Operating Hours

6.1.

Shall be as detailed in the SOW Main Body, and additionally, as identified

within this Section-Annex.

6.2.

Laundry Services specific Schedules and Operating Hours.

6.2.1. The Contractor shall be able to operate the services 24 hours a day
7 days a week to be able to meet the turnaround times as requested
and be open to receive laundry for Drop-off and Pick-up at least 12
hours per day from 07.00h 19.00h local time.

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7. Contractor Human Resources Required and Qualifications, Language

Skills
7.1.

Shall be as detailed in the SOW Main Body, and additionally, as identified

within this Section-Annex.

7.2.

In case one or more of the key personnel identified in the proposal will no
longer be able to provide the required services, the Contractor ensures
that this (these) person(s) is (are) replaced without any negative impact on
the timely delivery and quality of the services provided to NSPA. Prior to
engagement of such personnel the Contractor shall provide evidence to
NSPA that the replacement offered is at the required standard. NSPA
reserves the right to interview the proposed individual(s) at no cost to
NSPA and to refuse those, which it judges to be below standard.

8. NATO Furnished Equipment, Infrastructure (NFE/NFI) and Supplies

8.1.

Shall be as detailed in the SOW Main Body, and additionally, as identified

within this Section-Annex.

8.2.

The Contractor shall transport all staff, equipment, facilities and personnel
required to the agreed area of duty.

9. Contractor Assets (CA) and Supplies

9.1.

Shall be as detailed in the SOW Main Body, and additionally, as identified

within this Section-Annex.

9.2.

The Contractor shall provide all facilities to meet the office and
accommodation needs of their staff if not provided as part of the NFE/NFI
assets.

9.3.

The Contractor shall ensure a 30 days stock of consumables for the

required services.

9.4.

The Contractor employees shall present a neat appearance and be easily

recognizable.

10. Communication Information Systems Requirements

10.1. Shall be as detailed in the SOW Main Body, and additionally, as identified
within this Section-Annex.
10.2. The Contractor shall provide all CIS equipment to meet the provision of the
requested services.
10.3. The Contractor shall provide an automated tracking, reporting and
validation system for the status tracking of the laundry bags; this through
an RFID marked laundry bag and appropriate back-end and front-end
system. A sharepoint type solution is not acceptable.

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11. Security and Safety Requirements

11.1. Shall be as detailed in the SOW Main Body.
11.2. Security requirements (escorts & designated areas) will be identified by
the customer and relayed to the Contractor via the NSPA CO/TO. The
Contractor shall be provided with escorts in secure areas, where
necessary, from the customers.
12. Environmental Requirements
12.1. Shall be as detailed in the SOW Main Body, and additionally, as identified
within this Section-Annex.
12.2. The Contractor shall use and store detergents, softeners, etc that are
environmentally friendly in accordance with the principles of STANAG
7141, national environmental and any other applicable requirements.
13. Data and Reports
13.1. Shall be as detailed in the SOW Main Body, and additionally, as identified
within this Section-Annex under Paragraph 17 - Summary of Plans,
Reports and Delivery Dates.
13.2. Weekly statistical reports of services consumption data.
13.3. The Contractor shall operate and maintain an automated tracking,
reporting and validation system. This system shall be composed of a
database back-end system and a front-end web-based system available
for NSPA and 3rd party customers (Nations) inquiries, reporting, services
and status validation purposes. The Contractor web-based system must
offer secure access through the application of user credentials at the
minimum level of a user/password log-on request (HTTPS / Form-based
authentication). A sharepoint type solution is not acceptable.
13.4. The Contractor shall provide a detailed medical plan for all staff members
on and off camp in their technical proposal.
13.5. The Contractor shall provide reports and any relevant information as
reasonably requested by NSPA.
14. Quality Assurance and Performance Measurement
14.1. Shall be as detailed in the SOW Main Body, and additionally, as identified
within this Section-Annex.
14.2. Performance criteria / Key Performance indicators will be identified and
provided during the mobilization phase.

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15. Mobilisation / Demobilisation

15.1. Shall be as detailed in the SOW Main Body, and additionally, as identified
within this Section-Annex.
15.2. All costs shall be included in the unit price.
16. Templates and Forms
16.1. Shall be as detailed in the SOW Main Body, and additionally, as identified
within this Section-Annex.
16.2. Any templates/forms deemed necessary by NSPA TO/CO shall be
provided as required.
17. Summary of Plans, Reports and Delivery Dates
17.1. Shall be as detailed in the SOW Main Body, and additionally, as identified
within this Section-Annex.
Reference
SOW
5.12, 5.13,
5.14

5.16

Description
RFID Tracking System and
Tracking Software package
which is composed of a
management program for
accountability, validation via a
web based solution.
Drop Off and Pick Up
procedure/system including
bulk drop-off and pick-up
process by customerequivalent units, e.g. 100
persons.

Frequency

Shall be
operational 30
days before
start of
services.
Technical
Proposal
Mobilization
phase
Start of Services

13.2;

13.4

Weekly statistical reports of

services consumption data
including reports of lost, stolen
and damaged items.
Detailed Medical Plan

Remarks
(and
subsequent
deliveries)

Draft with the

technical
proposal, final
version to be
coordinated
with the NSPA
TO during
mobilization.

Weekly upon
start of services

Technical
Proposal
Mobilization
phase
Start of Services

Draft with the

technical
proposal, final
version to be
coordinated
with the NSPA
TO during
mobilization.
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Reference
SOW
5.17, 5.18,
5.19

Description
Lost/Found, damage report

Frequency

Version 2.0
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Remarks
(and
subsequent
deliveries)

Weekly upon
start of services

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